Retailers failing to assess customer experience

Seven out of ten admit that their sites could be letting them down says CA survey

While more of us buying goods online, companies are not sure that they're always up to the mark. Nearly seven out of 10 companies are failing to keep tabs on how well they were delivering business services according to new research from CA Technologies.

The survey, which was conducted by research company Vanson Bourne, found that 68 percent of organisations have not adopted a service assurance solution to compare real end-user experience with the underlying systems and network infrastructure supporting them.

And the problems could be exacerbated when organisations move to cloud computing services: when asked how they would guarantee services, 30 percent replied that they would "deal with problems as and when they arise'

According to the survey, most companies are well aware that what they're offering to their companies may be letting themselves down. Only 14 percent of respondents were 'very confident' their online services would meet user expectations, while an overwhelming 83 percent were either 'not very confident' or 'somewhat confident'.

Nor are companies entirely convinced that they can assess how much poorly-performing websites could be costing companies. Forty-six percent of respondents did not believe that their current systems allowed their organisation to establish the true cost of poorly performing sites. And 63 percent of companies who experienced a drop in revenue said they were unable to quantify the extent of that loss.

One retailer is certainly well aware of the importance of customer experience. Keith Winnard, team leader for technical services at clothing retailer J D Williams said that it was crucial that the underlying infrastructure can support the demands placed on it by customers."The challenge for all business is to provide the base foundation on which the application and business can be fluid and responsive to its customers. This can only be achieved by employing the necessary tools to ensure the infrastructure links to the end-user experience."

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags softwareapplicationsCA Technologies

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Maxwell Cooter

Techworld
Show Comments

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?